CUSTOMER SERVICE STANDARDS
Whenever a customer makes a request to a Distribution Company for a new or additional connection to his premises, the Disco shall take measures to fit the meter and connect the power supply within ten (10) working days of receiving the request
Whenever a customer makes a request to a Distribution Company for a new or additional connection to his premises, the Disco shall take measures to fit the meter and connect the power supply within ten (10) working days of receiving the request
Provided that:
a.The Disco shall inspect and approve the electrical installation
b.The Disco agrees to connect the supply
c.The customer has paid any approved charges
a.The Disco shall inspect and approve the electrical installation
b.The Disco agrees to connect the supply
c.The customer has paid any approved charges
METER READING FREQUENCY
Every Distribution Company shall obtain, through authorized representatives an actual reading of all meters in all supply addresses within its area of supply every month but not later than once in every three (3) months.
Every Distribution Company shall obtain, through authorized representatives an actual reading of all meters in all supply addresses within its area of supply every month but not later than once in every three (3) months.
This shall be applicable where a customer has been provided with an unmetered supply by the Distribution Company or the customer has a prepayment meter.
NOTICE OF PLANNED SUPPLY INTERRUPTIONS
Whenever a Disco is to discontinue the supply of a customers’ premises in order to undertake planned maintenance to its equipment, the Disco shall provide the customer with a minimum of three (3) workings days’ notice of planned interruption
Whenever a Disco is to discontinue the supply of a customers’ premises in order to undertake planned maintenance to its equipment, the Disco shall provide the customer with a minimum of three (3) workings days’ notice of planned interruption
METER DISPUTES
When a customer reports a problem to a Disco that would suggest to the Disco that the cause of the problem is that the electricity used to record usage at the customers’ premises is recording incorrectly,
When a customer reports a problem to a Disco that would suggest to the Disco that the cause of the problem is that the electricity used to record usage at the customers’ premises is recording incorrectly,
such as that an electricity bill is too high or too low compared to normal monthly bills for the same customers or premises and, where appropriate, test the meter within three (3) working days of the problem being reported;
and if an official reply cannot be given at the time of the visit it shall be provided within five (5) working days of the visit.
RE-CONNECTION OF SUPPLIES DISCONNECTED FOR NON-PAYMENT
Whenever a customer whose premises have been disconnected by a Disco for non-payment of electricity charges either pays all outstanding charges including re connection charges,
Whenever a customer whose premises have been disconnected by a Disco for non-payment of electricity charges either pays all outstanding charges including re connection charges,
or enters into a payment arrangement with the Disco for the outstanding debt and re connection charges, requests the re connection of his electricity supply, the customer shall have his electricity supply reconnected within twenty-four (24) hours
RE POSITIONING OF A METER
Whenever a customer requests a Disco to re-position an electricity meter and pays the cost of carrying out the re-positioning, the Disco shall undertake work within five (5) working days of the request ;
Whenever a customer requests a Disco to re-position an electricity meter and pays the cost of carrying out the re-positioning, the Disco shall undertake work within five (5) working days of the request ;
provided that the Disco agrees to the customer’s request to move the meter and the old proposed meter positions remains in the same premises.
